Who can use this feature

Available on monday service

Available on Enterprise plan

With the Microsoft Teams integration, employees can submit, track, and reply to service requests directly from Teams. The integration works with Service AI agents out of the box: when enabled and configured on the destination board, they can respond to tickets created through Teams. Every update is reflected in real time inside monday service, giving agents full context on every request.

This article covers:

• For admins: How to set up and deploy the integration
• For employees: How to submit and track requests in Teams
• For agents: How ticket conversations from Teams appear in monday service

Before you begin

• You either have to be able to approve apps in Microsoft Entra, or get IT to approve the app connection, to complete the initial setup.
• You must have an active monday service account with admin permissions.

The Global Administrator connects the accounts once during setup. After that, all employees in the organization can use the integration without additional configuration.

Setting up the integration 

1On monday service, select Channels from the left pane.

2Click Add channel and select Microsoft Teams from the list.

3Choose the ticket board where requests will be created as tickets and click Connect channel.

4 Sign in with your Microsoft account to authorize the integration.

Deploying the app to your organization

Once the integration is connected, your IT admin can push the monday service app to all Teams members automatically via the Teams Admin Center. No action is required from employees.

1. Go to the Microsoft Teams Admin Center at admin.teams.microsoft.com.
2. Navigate to Teams apps > Manage apps, search for monday service, and make sure its status is set to Allowed.
3. Navigate to Teams apps > Setup policies.
4. Edit the Global (Org-wide default) policy, or create a new policy for a specific group.
5. Under Installed apps, click Add apps and search for monday service.
6. Save the policy.

The app will appear automatically in the Teams sidebar for all covered users, typically within 24 hours.

Using monday service in Microsoft Teams

monday service is available directly in Microsoft Teams. You can submit service requests, check on existing ones, and respond to your IT or HR team, all without leaving Teams.

The app is already installed for you. No setup needed. Look for monday service in your Teams sidebar or search for it in the Apps section. When you open it, the monday service bot will greet you and guide you through your options using three buttons: Create ticket, View my tickets, and Help.

Create a ticket

Select Create ticket to open a short form. Fill in the ticket title and a description of your request, then click Submit Ticket. A ticket is created automatically in monday service and you'll receive a confirmation message from the bot letting you know the team will review it soon.

View my tickets

Select View my tickets to see a list of all your active requests. From this view, you can also reply to any open ticket directly from Teams.

Reply to your agent

When an agent responds to your request, you'll receive their message as an email and as a direct message from the monday service bot in Teams. You can reply directly in that conversation and your response goes straight back to the agent handling your ticket.

How it works for agents

Every message sent by an employee through Teams appears in the ticket timeline inside monday service. Agents reply from within monday service as usual. The reply is automatically delivered to the employee's Teams DM. No separate Teams action is needed on the agent side.

Data and security

When you interact with the monday service bot in Teams, the following information is collected from your Microsoft profile and stored:

• Email address, fetched from your Azure AD user profile
• Display name
• Azure AD Object ID, an internal Microsoft identifier for your account, not your name or email
• Conversation ID, a Teams-internal identifier used to send messages back to you
• Service URL, the Microsoft Bot Framework regional endpoint for your account

This data is used to route notifications and confirmations back to the correct Teams user when ticket activity occurs in monday service.

The integration does not collect or store IP addresses, hostname or device information, or OAuth access tokens. OAuth tokens are managed by a separate credentials service rather than by the Teams integration itself.

monday.com's infrastructure is hosted on AWS, and the Teams integration uses standard multi-region routing based on your account's region assignment. For details on specific regions or enterprise data-residency options for your account tier, contact your monday.com contact or visit our Trust & Security page.

The Teams integration itself has no AI or agentic capabilities of its own. Message routing is fully deterministic and rule-based. If your account has the AI workforce feature enabled and configured on the board where Teams tickets are routed, an AI agent may respond to those tickets, but this is governed by your board configuration and account setup, not by the Teams integration. If this is a concern, review the AI agent configuration on the destination board, or choose a board without AI agents enabled.

FAQs 

Can employees reply to agents directly from Teams?

Yes. When an agent replies, the employee receives a direct message from the bot in Teams and can reply from there.

Does the agent need to do anything differently when an employee submits via Teams?

No. Tickets from Teams appear in monday service like any other ticket. Agents manage them from monday service as usual.

Who needs to set up the integration?

Someone who can approve apps in Microsoft Entra, or who gets IT to approve the app connection, completes the initial setup. Once connected, no further configuration is needed from employees.

How long does it take for the app to appear in Teams after deployment?

The app typically appears in the Teams sidebar within 24 hours of saving the setup policy.